Odd title I know, I’ll explain. When a Note appears in a conversation, teammate’s composer automatically switches to Note instead of Reply.
I understand that the assumption here is that if we receive a note we’re usually leaving a note back, but this is not the case always.
For example, in a couple of workspaces I have workflows which automatically leave notes as tips, advices, reminders etc to my teammates based on various things a customer might say, their user data, custom attributes and all other things.
However, my teammates have complained that while this is useful, the fact that it’s switching to a Note while they’re typing is very frustrating as it’s interrupting them.
I think Intercom should make a distinction between a manual note left by a teammate, and those left by a workflow, and have the latter not follow the same logic.